Vialto Employee Care Lead - Global Mobility (REMOTE)

Company Description

At Vialto we create the connections that build global careers and societies, bridging the gap between people and their aspirations. As the world of work continues to evolve, we are bringing together the individuals, ideas and technology to unlock business and human growth.

Our globally-integrated solutions support global workforce mobility, including immigration, tax, managed services, and digital solutions. As a trusted advisor of compliance, consulting, and technology services to multinational corporations, we solve complex, cross-border workforce mobility challenges to ensure our clients and their employees have a fulfilling,consistent and compliant global mobility experience.

Vialto Partners is committed to creating a globally-connected exceptional experience for our clients’ mobile employees as they embark on international assignments and relocations. Our global Vialto Employee Care consultant team plays a vital role in supporting our clients’ diverse workforce with their global mobility needs. We prioritize employee experience and strive to provide unparalleled support, empathy and guidance throughout the entire mobility lifecycle.

Job Description

As the Vialto Employee Care Lead you will play a pivotal role in ensuring the highest level of client service and drive continuous improvement to enhance the overall client and assignee experience.Our Vialto Employee Care consultants have a strong focus on delivering outstanding client service with a human touch.The Vialto Employee Care Lead will have strong people leadership skills and will be responsible for ensuring the highest level of client and assignee satisfaction by coaching and supporting our team of consultants. 

You'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution.

Responsabilities include but are not limited to: 

• Take action to ensure everyone has a voice, inviting opinion from all. 

• Establish the root causes of issues and tackle them, rather than just the symptoms. 

• Initiate open and honest coaching conversations at all levels. 

• Move easily between big picture thinking and managing relevant detail. 

• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realizes they are required. 

• Develop specialized expertise in one or more areas. 

• Advise stakeholders on relevant technical issues for their business area.  

• Navigate the complexities of global teams and engagements. 

• Build trust with teams and stakeholders through open and honest conversation. 

• Uphold the firm's code of ethics and business conduct. 

• Overseeing the day to day operations of the Employee Care Consultant team.

• Leading, motivating and developing the Employee Care team to deliver a best in class employee experience that is efficient, proficient and client focused.

• Acting as a point of escalation for complex employee queries and quickly and effectively assessing the situation and options. Providing accurate and timely solutions for these queries and educating and upskilling the team to manage in the future.

• Establishing benchmarks and performance targets (KPIs, SLAs, and other measures) in consultation with stakeholders to drive continuous improvement and maintain high standards of service delivery.

• Developing regular reports and dashboards that present performance insights, trends, and actionable recommendations to internal partners and clients.

• Adaptability to changing circumstances and the ability to handle multiple tasks and priorities simultaneously.

• Identifying opportunities for process optimization and customer experience enhancements

• Developing and maintaining strong relationships with client vendor partners to ensure a connected experience for employees

• Ensuring all billing and recording of hours is accurate and timely

Qualifications

• Bachelor’s Degree required 

• Certification/credential required: GMS, GPHR or other related certification

• 8+ years of relevant experience in global mobility, expatriate services, or related areas with a strong focus on customer experience and support. Preferred 10+. 

• Solid understanding of the global mobility lifecycle, including policies, compensation and benefits, relocation, immigration, tax and international relocation processes 

• Fluency in both written and spoken English is required, knowledge of additional languages is beneficial.

• Strong people leadership skills with experience managing, leading and developing a team, ideally in a global capacity